Senior Project Manager, Contact Center

Presidio•,

About The Position

Presidio is seeking an experienced, customer-facing Senior Project Manager to lead the delivery of complex Contact Center and Unified Communications solutions within a Value-Added Reseller (VAR) and IT Systems Integrator environment. This role is accountable for the end-to-end execution of large-scale on-premises, hybrid, and cloud contact center implementations, often involving multiple technologies, vendors, and stakeholders across extended delivery timelines. The Senior Project Manager owns project outcomes from contract handoff through production rollout and closeout, ensuring strict adherence to Statement of Work (SOW) scope, schedule, budget, margin targets, and customer satisfaction objectives.

Requirements

Bachelor’s degree or equivalent professional or military experience.
7+ years of hands-on experience as a Senior Project Manager delivering complex, customer-facing technology implementation projects within a VAR, systems integrator, or professional services environment.
Demonstrated experience managing Contact Center and Unified Communications solutions, including cloud, hybrid, and on-prem deployments.
Proven ability to manage project financials, including margin, utilization, cost controls, and revenue alignment.
Strong command of formal project management methodologies, documentation, and governance practices.
Advanced proficiency with Microsoft Project for scheduling, dependency management, and critical path analysis.

Nice To Haves

PMP, Agile, or equivalent project management certification preferred.

Responsibilities

Provide end-to-end ownership of all project phases including requirements validation, detailed planning, solution design coordination, build, testing, deployment, stabilization, and formal project closeout.
Develop, maintain, and actively manage integrated project plans, including work breakdown structures, critical path analysis, milestones, dependencies, and deliverables.
Enforce project governance standards to ensure projects are delivered on time, within approved budget, and in alignment with contractual commitments.
Own project financial performance, including revenue recognition alignment, cost tracking, billable utilization, and gross margin targets.
Monitor and control project labor, materials, and third-party costs; provide accurate forecasting, variance analysis, and financial reporting.
Partner with accounting and operations teams to ensure accurate project billing, cost allocation, and compliance with internal financial controls.
Lead cross-functional project teams consisting of Presidio engineering resources, solution architects, third-party vendors, and subcontractors.
Perform proactive resource planning in coordination with delivery leadership to ensure appropriate staffing, skills alignment, and capacity availability.
Act as the primary point of contact for customers, executive sponsors, internal leadership, and vendor partners throughout the project lifecycle.
Identify, document, and manage project risks, issues, and mitigation strategies; escalate appropriately with clear impact analysis and recommended actions.
Lead formal change management processes, including scope change assessment, pricing impacts, schedule adjustments, and customer approvals.
Ensure all deliverables meet Presidio quality standards, contractual requirements, and customer expectations prior to acceptance.
Drive clear, consistent, and professional communication through status reports, steering meetings, and executive briefings.
Proactively address client concerns, manage expectations, and resolve delivery challenges to maintain trust and long-term customer relationships.
Represent Presidio as a trusted advisor, reinforcing a consultative delivery approach that supports repeat business and account growth.
Maintain working knowledge and experience with enterprise contact center and collaboration platforms to effectively manage solution delivery, risks, and dependencies, including: Cisco Contact Center Express (UCCX) and Contact Center Enterprise (UCCE), Cisco Unified Communications, Cisco Customer Voice Portal (CVP), Webex Contact Center and Webex Contact Center Enterprise, AWS, Genesys, Five9, Twilio Flex, CCAI.